All credit and debit card holders are subject to validation and authorisation by us and your card issuer to maintain security and prevent fraud. Occasionally we will contact you to ask you for proof of billing and/or delivery address - this usually happens if you are not enrolled in the visa verified programme and are an overseas customer. We are sorry we have to do this but we want to protect ourselves, and our customers, from internet fraud so we work to the highest levels of security.

The security protocols on our site are set to the highest standards to ensure maximum online security for our customers and our business. From time to time this may mean a genuine customer is declined if the bank card being used is not registered to the same address as the billing address on check out or the details such as you name and address or your Visa Verified code have been incorrectly inputted.For future reference Visa cards used which are enrolled in the Verified by Visa programme can also be used to send items anywhere in the world as long as the password is entered correctly.If you are an international customer please be aware that the best form of transaction is either PayPal or a Visa credit cards which are enrolled in the Verified by Visa programme.

You also can make a bank transfer, please follow the steps below:

If your having problems using your credit card or you are a International customer, we also have a direct bank transfer service and e wallet service. This can be accessed on on checkout page. Just click the tab "Pay with Other" this will open a page for Moneybookers who is our prefer payment gateway. Moneybookers provide a number of payment methods , online bank transfer, e wallets and many others.

We apologies for this level of security but we feel it is essential to ensure the highest levels of protection for our customers and ourselves.

If you are an international customer please be aware that the best form of transaction is by using our "PayPal" tab on check out or by using Visa credit cards which are enrolled in the Verified by Visa programme (3D Secure). International customers may receive an additional email when we receive the order. This is to confirm identity and delivery address due to increased security procedures required for overseas transactions. Normally we will require a copy of a current utilities bill or bank statement showing either the billing or delivery address. As soon as your order is dispatched you will receive an email with a tracking number so that you can keep updated on the delivery status of your parcel.

Delivery

·Serene Order (Aus) offers free delivery on all its products within Australia. Delivery takes 2-6 business days depending on its final destination within Australia. However we do offer next day delivery options for a small fee only within the express post network.

(European and) International Customers

·Please note orders are sent out by Australia Post Air or affiliated courier companies. Please note that some International orders are not tracked due to some countries postal systems, because of this we use a signed for service when delivered.

·Whilst we have a Delivery Policy as outlined above and whilst we will use our best endeavour to meet those standards, because delivery is carried out by third party organizations we cannot guarantee the delivery times and periods as above stated.

OVERSEAS CUSTOMERS

·Serene Order does not charge any customs outside of Australia duties on international shipments if orders are made during pre-order sales. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of Serene Order. While we do not expect there will be any additional charges attached to your order, we recommend that you check with your local customs officials or Post Office for more information regarding importation taxes/duties that may be applicable to your online order with us.

·International customers may receive an additional email when we receive the order. This is to confirm identity and delivery address due to increased security procedures required for overseas transactions. Normally we will require a copy of the credit card used and a copy of a current utilities bill or bank statement showing the delivery address.

TAX-FREE SHOPPING

·Serene Order does not charge any customs duties on international shipments. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of Serene Order. While we do not expect there will be any additional charges attached to your order, we recommend that you check with your local customs officials or Mail Service Provider for more information regarding importation taxes/duties that may be applicable to your online order with us.

·G.S.T. EXEMPTION - If you are G.S.T. (Goods and Services Tax) exempt then our website will allow you to shop G.S.T. free. Since the charging of G.S.T. is determined by both Invoice and Delivery addresses, then G.S.T. cannot be calculated until checkout. For this reason, eligibility for G.S.T. exception is established using the following rules:

·If your Invoice Address OR Delivery address is in the Australia you will be charged G.S.T.

·If your Invoice Address AND Delivery address are outside Australia you will not be charged G.S.T.

·Your shopping basket will reflect your G.S.T. eligibility before you are asked to complete your order. If you have supplied a valid email address, you will also receive an order confirmation which will also confirm eligibility. Please contact us if you believe you have been charged G.S.T. incorrectly.

We want you to be fully satisfied every time you purchase from us. Occasionally though, we know you may wish to return items, and you can choose to receive a full refund or a credit voucher as long as our returns poilcy is followed.